Customer Service Coordinator, Testing

Canadian Blood Services is looking for a Customer Service Coordinator to join our dynamic Testing team in Brampton
Job category: Laboratory and phlebotomy
Job posting ID: 4444
Employment status: Regular full-time
Classification: BT OPSEU 200
Salary/Rate of pay: 24.85
Application deadline: 2023-05-05
This position is open to: Internal and External applicants
Somewhere in Canada there’s a life you can save.
Be part of a dynamic, collaborative and caring organization committed to saving and improving the lives of Canadians. Thousands of Canadians depend on us every day for reliable access to blood, plasma, stem cells and organs and tissues.
Join Canada’s Lifeline and make a meaningful difference every day.
About The Role
In this role, you will support internal and external customers through the management of incoming and outgoing communications as well as the preparation of laboratory reports which may be in in the form of email, fax or mail. In addition, you will coordinate the internal customer support functions of the laboratory associated with, and under the direction of laboratory management.
Responsibilities:

• Processes customer reports as necessary which may be typed or electronically produced from one of the laboratory information systems. Reports can be meticulously detailed, and this individual is responsible for ensuring the report is checked and correct when issued to the customer. Ensures Medical signatures have been obtained for the final report as required.
• Responds to internal clients within CBS within a timely manner and in a professional manner.
• Coordinates these calls with appropriate laboratory personnel to ensure customer enquiries and concerns are dealt with in an appropriate professional manner. Documents and escalates these enquiries to the appropriate laboratory and the appropriate individual who can and will deal with the customer in a timely manner.
• Processes enquiries for laboratory reports, follows up with refining testing laboratories, and provides time of final report completion to customers.
• Ensures, by documenting, that the enquiry has been forwarded and will be dealt with, by when and by whom. Provides consistent hours of service on any given day, as assigned by the laboratory manager.
• For internal enquiries respond in the first instance to ascertain what or who the enquirer needs from the laboratory. Coordinates the response or escalation with the appropriate laboratory professional.
• Reports will be issued on an urgent basis as needed, the Customer Service Coordinator is expected to prioritize these reports and adjust work load accordingly. Initiates routine and urgent communication, written or verbal, courier or email as appropriate with customers.
• For incoming enquiries, respond in the first instance to direct the client to where information about samples may be found or forward by fax or email to the customer the appropriate information.
• Performs work in accordance with the provisions of the Canadian Blood Services' Corporate Health and Safety Policies and Procedures.
• There may be special individualized reports for certain customers which need to be correct and detailed. There may be individualized templates for customers which will be used and includes donor antibody letters.
• Responds to external clients such as hospitals or laboratory or pharmaceutical clients for any enquiry about CBS laboratory services in any province. The response will be both timely and professional.
• Other duties as assigned by laboratory management.
• May act as a back-up for administrative functions which are appropriate.

Education, Training and Experience:

• Familiarity with a computerized inventory management system is also preferred.
• Minimum of 3 years' experience in a customer service role or position working with the public.
• Post secondary education in a relevant discipline from a recognized academic institution, preferably in a health related field or office administration.
• Experience working in a health care setting, specifically in a laboratory is an asset.

Demonstrated Knowledge, Skills and Abilities:

• Strong verbal communication skills are essential.
• High degree of accuracy and attention to detail is required.
• Advanced computer literacy in Microsoft Word, Excel, and Outlook and Knowledge of SAP is an asset.
• High organizational skills and the ability to efficiently and independently organize workload priorities.
• Positive attitude and strong focus on providing excellent customer service.
• Very strong interpersonal skills and the ability to effectively deal with a variety of internal and external customer requests.
• Must be able to work effectively in a team.
• Ability to work under pressure and effectively handle emergency situations with direct patient impact.

Benefits:

• Employee discounts, wellness program, and much more
• 3 weeks Vacation
• Defined benefits pension plan
• Comprehensive group dental and health Benefits

Diversity and inclusion play a vital role in ensuring health equity for patients across Canada. We are committed to reflecting Canada’s population in our organization and fostering an environment where all employees can be their authentic selves, with equal opportunities to succeed and contribute.
Canadian Blood Services requires that all employees be fully vaccinated (COVID 19 vaccine doses as approved by Health Canada), subject to any medical or other human rights considerations. Persons who have been vaccinated outside of Canada must contact their local Public Health Unit in order to obtain a vaccine equivalency certificate.
If this role resonates with you, we encourage you to apply! This could be your first step towards a meaningful and inspiring career. Come to work each day knowing that you save lives.
We thank all applicants for their interest. However, only those considered for an interview or those invited to participate in an assessment (such as testing) will be contacted. Applicants who require accommodation should discuss their needs with us.